Customer Success Manager - SMB

Michael Page; Melbourne; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Hybrid working model

Job summary

Michael Page's client, a growing Australian SaaS business, is seeking a Customer Success Manager to own retention for a large SMB base. Hybrid role based in Melbourne, focusing on proactive engagement and scalable programs.

You'll monitor health data, design automated lifecycle communications, and partner with commercial teams to surface expansion opportunities. Experience with AI, CRM, and data visualization is highly regarded.

Qualifications

• 2+ years in Customer Success or a similar role.
• Experience with SaaS/subscription models.
• Experience supporting retention within a high-volume digitally managed base.
• Strong analytical ability to identify patterns and insights from customer data.
• Excellent written and verbal communication skills.
• Sound commercial judgement and confidence managing retention scenarios.
• Experience working with AI, CRM, reporting and data visualization tools.

Responsibilities

• Monitor customer health data and identify early signs of risk or disengagement.
• Design and optimise automated customer engagement programs, lifecycle communications and self-service resources.
• Develop retention strategies that improve customer health, product adoption and recurring revenue outcomes.
• Analyse customer behaviour and performance data to identify trends, risks and retention drivers.
• Partner closely with commercial teams, surfacing expansion opportunities and ensuring customers have a seamless experience.
• Leverage AI, automation and reporting tools to improve operational efficiency and customer engagement effectiveness.
• Share insights, customer feedback and best practices to support ongoing improvement across the Customer Success function.

Skills

Customer Success

SaaS experience

Data analysis

Communication skills

CRM experience

AI tooling familiarity

Tools

CRM

Data visualization

Reporting platforms

AI tools

Job description

Join a growing, well-known SaaS business where you'll own customer retention across a large SMB customer base, using data, automation and digital engagement programs to improve customer outcomes. This role is ideal for someone who enjoys identifying risk signals, driving adoption at scale and using technology to influence retention across thousands of customers.

Our client is a well-established Australian technology company focused on improving communication and engagement within the healthcare sector. Their platform supports healthcare providers and patients through solutions that enhance operational efficiency and improve user experiences. With a strong customer-first culture and continued investment in technology, automation and AI, the business is strengthening its Scaled Customer Success capability to drive adoption, retention and long-term customer value at scale.

Description

As Customer Success Manager, you'll take ownership of retention outcomes across a large SMB customer segment, helping customers maximise value from the platform through proactive engagement and scalable success programs. You'll:

• Monitor customer health data and identify early signs of risk or disengagement.
• Design and optimise automated customer engagement programs, lifecycle communications and self-service resources.
• Develop retention strategies that improve customer health, product adoption and recurring revenue outcomes.
• Analyse customer behaviour and performance data to identify trends, risks and retention drivers.
• Partner closely with commercial teams, surfacing expansion opportunities and ensuring customers have a seamless experience.
• Leverage AI, automation and reporting tools to improve operational efficiency and customer engagement effectiveness.
• Share insights, customer feedback and best practices to support ongoing improvement across the Customer Success function.

Profile

• 2+ years' experience in Customer Success, or a similar customer-facing role.
• Exposure to SaaS or subscription-based business models.
• Experience supporting customer retention within a high-volume or digitally managed customer base.
• Strong analytical capability with the ability to identify patterns and insights from customer data.
• Excellent written and verbal communication skills.
• Sound commercial judgement and confidence managing retention scenarios.
• Experience working with AI, CRM, reporting platforms, and data visualisation tools.
• Exposure to healthcare, lifecycle marketing or customer engagement programs will be highly regarded.

Job Offer

Competitive salary, dependent on experience.

You'll join a business investing in customer success, automation and AI, with the opportunity to own meaningful retention outcomes across a large customer segment. The role offers a hybrid working model based in Melbourne and a clear progression pathway.